2025 Isn’t Business as Usual on Airbnb.
The new Airbnb rules are tightening across the board. The levers you used to control guest messaging, cancellations, cash flow, and deposits have been tightened, restricted, or removed entirely.
That’s why, in our latest webinar, we brought together three seasoned professionals who are actively operating on the ground. Together, they broke down what’s changing, what it means for you, and what actions you can take, all in plain, practical terms.
- Heather Fillmore, a professional property manager in Park City, Utah (StayLuxe Properties) with 7 years of experience in the industry, shared how these new rules play out in real day-to-day operations.
- François Gouelo, CEO of Enso Connect, an AI-powered guest experience platform used by hospitality operators in over 60 countries, showed how these changes impact automations, guest apps, and upsells.
- Thibault Masson, industry analyst and founder of RSU by PriceLabs, as well as the Head of Product Marketing at PriceLabs, explained what’s driving Airbnb’s changes, and how managers can adapt before it’s too late.
Here are the key takeaways from the webinar, along with the next steps for property managers.
Major Airbnb Policy Changes, And What Property Managers Can Do
1. Airbnb’s Communication Policy Now Bans Links, Forms, and Guest Apps
Airbnb is cracking down on any attempts to move communication or guest interaction outside the platform. As outlined in their off-platform policy update, the rules now prohibit requiring guests to use third-party apps, submit personal information elsewhere, or engage off-Airbnb in any way before booking.
What’s banned now:
- Collecting guest emails or phone numbers pre-stay
- Sending links to guest apps or upsells that require action outside Airbnb
- Asking guests to verify ID or sign rental agreements off-platform
François warned: “Even a friendly link to your guest guide or check-in form could be flagged. It’s not just fraud Airbnb’s targeting, it’s the whole guest relationship.
What Property Managers Can Do
- Audit automated messages and guest guides for outbound links
- Offer optional upsells or apps after booking confirmation
- Make sure all guests can access the property without 3rd-party steps
- Be cautious using guest emails for marketing, especially if they come through Airbnb. If you collect emails independently, for example, through in-stay tools like StayFi, you’re on safer ground. But using Airbnb-sourced contact info after the stay is discouraged and could be seen as a policy violation.
2. Strict Cancellation Policy is Being Phased Out
Starting October 1, 2025, Airbnb will no longer allow new listings to use the “Strict” cancellation policy. Existing listings will be migrated to the more flexible “Firm” policy, unless hosts opt out.
Key changes:
- 24-hour free cancellation has been added to all policies
- Hosts must manually opt out in their dashboard to keep Strict
- Refunds allowed up to 7 days before arrival under the Firm
What Property Managers Can Do
- Opt out now if you want to keep Strict (Watch this quick tutorial to see exactly how to opt out)
- Rethink your calendar and minimum night strategy
- Build in pricing to absorb last-minute loss risk
- Explain to owners that Airbnb can override cancellation terms anytime
3. Airbnb’s New Services Feature Lets Guests Book On-Site Extras Without Host Approval
Airbnb now allows guests to book 3rd-party services (like massages or private chefs) directly through the platform, at your property. You may not even be notified when a guest books one.
What this means:
- Guests could book a chef without your input
- Hosts can’t promote their services
- There’s no dashboard toggle; only Airbnb support can remove the feature
Heather pointed out, “It’s frustrating to lose control over who shows up at your property. Especially when you’re managing brand or safety standards.”
What Property Managers Can Do
- Contact Airbnb Support to opt out
- Check your listings regularly for service flags
- Brief your teams: a massage table might show up without warning
4. You Can’t Collect Security Deposits (Unless You’re an Approved Partner)
Airbnb has quietly made it almost impossible to collect security deposits unless you’re an API partner with formal approval.
What’s changed:
- No external collection of deposits pre-stay
- Claims must go through the Resolution Center
- AirCover is now the default fallback
François noted: “Damage waivers are the new workaround. But even those need to be carefully structured so they’re not seen as off-platform transactions.”
What Property Managers Can Do
- Stop listing deposits in your house rules or messaging
- Use AirCover and collect clear evidence for claims
- Explore damage waivers via PMS or approved tools
5. All Guest Payments Must Go Through Airbnb, Add-Ons Included
Airbnb now expects all fees, including cleaning, pet, resort, and others, to be fully integrated into the platform’s price and fee fields.
What’s not allowed anymore:
- Asking guests to pay cleaning fees separately
- Collecting add-ons outside the platform
- Upsells via third-party links (unless purely optional)
What Property Managers Can Do
- Move all standard fees into Airbnb’s official fields
- Avoid collecting pet or cleaning fees in person
- Work with tech partners to ensure upsells are compliant
6. Airbnb Sets Booking Age Minimum at 18, No Custom Limits Allowed
Airbnb’s default setting is that anyone 18+ can book. You can’t impose a higher age limit unless required by law or insurance, and it must be listed in your description.
What’s enforced:
- No blocking 19–24 year-olds unless there’s a legal reason
- Airbnb will restrict local under-25 bookings on its own (anti-party policy)
- You can’t set arbitrary age limits. If your local laws or insurance require a higher age minimum, make sure that’s clearly explained in your listing, and be prepared to show proof if Airbnb asks.
What Property Managers Can Do
- Use clear house rules instead of age minimums
- If needed, cite your insurance or license requirements
- Rely on Airbnb’s built-in anti-party tech where applicable
Adapt Early, Stay Ahead
Airbnb’s 2025 policy changes give strong signals. The platform is shifting from being a booking partner to becoming a tightly controlled ecosystem.
But for property managers who adapt early, there’s opportunity in the chaos.
- Use this moment to strengthen your systems
- Rethink how you use automation, upsells, and direct bookings
- Keep your owners informed, and your team trained
- Align with trusted tech partners who can help you stay compliant
The goal isn’t to fight these changes; it’s to outmaneuver them. By staying informed and flexible, you’ll not only stay protected, but you’ll also stay competitive.
Replay the webinar: Watch the full recording
View the slides deck: Download the webinar slides
Connect with the speakers:
Heather Fillmore- [email protected]
François Gouelo- [email protected]
Thibault Masson: [email protected]
